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P450. Inflammatory bowel disease patients' satisfaction with hospital care - a novel evaluation model

B. Moreira Gonçalves1, A. Sofia Marinho1, F. Dália1, A. Célia Caetano1, S. Costa1, F. Magro2, R. Gonçalves1, J.B. Soares1, 1Hospital Braga, Gastroenterology Department, Braga, Portugal, 2Centro Hospitalar São João, Gastroenterology Department, Porto, Portugal


Satisfaction of patients has gained increasing importance in the evaluation of health care quality. There is no data regarding the satisfaction of Inflammatory Bowel Disease (IBD) patients with hospital care in Portugal. The purpose of this study was to evaluate the satisfaction of IBD patients with hospital care in Portugal and its determinants.


We used a structural approach that included 3 steps: (1) Specification of a patient satisfaction model based on European Customer Satisfaction Index (ECSI) that was composed by the following dimensions: Expectations, Facilities, Admission Process, Auxiliary Personnel, Nurses, Doctors, Medical Treatment, Inpatient Care, Outpatient Care, Image, Global Quality, Global Satisfaction and Loyalty; (2) sample survey from 2000 patients, members of the Portuguese Association of the Inflammatory Bowel Disease (APDI); (3) estimation of patient satisfaction model based on survey's data, through the method of partial least squares (XLSTAT-PLSPM®).


We received 423 (21%) valid questionnaires, from 273 (65%) patients with Crohn's disease and 140 (33%) with ulcerative colitis, with a mean age of 43±13 years and mainly (57%) of the female genre. The mean index of Global Satisfaction was 73±20 (scale of 0–100). The main determinants of Global Satisfaction (Figure 1 and Figure 2) were the variables Image (β = 0.42), Inpatient Care (β = 0.20) and Outpatient Care (β = 0.19), whose mean indices were 81±19, 59±18 and 73±22, respectively. The satisfaction model used allowed to explain 85% of the Global Satisfaction variance (R2 = 0.85). Differences in Global Satisfaction degree have also been observed, depending on patient's age, disease's activity, number of crises in the previous year, type of medication and the act of complaint.

Figure 1. Summary of the structural model. β - coefficient vector; R2 - coefficient of determination.

Figure 2. Impact of latent variables on overall satisfaction.


The mean index of Global Satisfaction of IBD patients with hospital care in Portugal is good. Image represented the strong aspect of IBD departments. On the other hand, Inpatient Care corresponds to the weakest characteristic, and being one of the main determinants of satisfaction, strong actions should be conducted to improve its conditions.